Topic Recommendations cards

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Topic Recommendations cards

    Topic Recommendations cards in ServiceNow Yokohama release help you track and manage topic and intent recommendations for the Virtual Agent. These cards display the current status of each recommendation, enabling easier monitoring and action over time.

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    Card Statuses

    The cards use border colors and status labels to indicate the recommendation's state:

    • New: Topics or intents never added to the Virtual Agent, shown with a dark gray border.
    • Active: Topics or intents added and published in Virtual Agent, shown with a green border. Repeated recommendations for active topics suggest improvements are needed.
    • Inactive: Topics or intents added but not published, or linked to unpublished topics, shown with a light gray border. Persistent recommendations here indicate you should publish and activate the topic.
    • Hidden: Topics or intents not added and marked hidden from aggregate view.

    Overlay Cards

    Clicking a recommendation card and then the info icon opens an overlay card providing detailed insights, including:

    • Per contact, VA could save: Average time Virtual Agent takes to resolve the intent, displayed in minutes.
    • How they contacted you: User engagement channels such as phone or email.
    • Who handled the ticket: Assignment group responsible for the issue.
    • Language: Languages used by users interacting with support for this topic.
    • Topic completion: A graph showing topic completion trends over time (for active topics only).
    • Status area: Guidance on applying the recommendation or current linkage details.

    Applying Recommendations

    You can take the following actions from the overlay card:

    • Add the recommendation as a new topic in Virtual Agent.
    • Link the recommendation to an existing topic.
    • Unlink previously linked topics if needed.
    • View added or linked topics directly in Virtual Agent Designer through provided links.

    This functionality helps you efficiently incorporate valuable recommendations into your Virtual Agent, improving its performance and user experience.

    Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.

    Card status

    Topic and intent recommendations appear as cards. The status lets you know what action has been taken, if any, for each recommendation.

    Figure 1. Example intent recommendation cards
    Intent recommendations with various statuses.
    Table 1. Topic and intent card statuses
    Status Description
    New Topic or intent has never been added to Virtual Agent.

    Cards with New status have a dark gray border.
    Active Topic or intent was added to Virtual Agent or linked to an existing topic and published.

    Cards with Active status have a green border.

    If you keep getting recommendations for an Active topic, it probably needs improvement.
    Inactive Topic or intent was added to Virtual Agent but never published, or it was linked to an existing, unpublished topic.

    Cards with Inactive status have a light gray border.

    If you keep getting recommendations for an Inactive topic, take steps to publish it and make it active.
    Hidden Topic or intent was not added to Virtual Agent, but it was marked as hidden from the aggregate view and has a status of Hidden.

    Overlay cards

    To get more details about a pre-built topic or user intent, select the recommendation card, and then click the info icon to open an overlay card.

    The overlay card includes a description of the pre-built topic or user intent and the following information, which can provide insight into why the topic or intent was recommended.
    Label Description
    Per contact, VA could save How long it takes for Virtual Agent to resolve an intent (displayed in minutes).
    How they contacted you The way in which users engaged with support. For example, phone or email.
    Who handled the ticket The assignment group.
    Language The languages of users interacting with support for this issue.
    Topic completion Graph that shows a snapshot of topic completion over a window of time. This information displays for active topics only.
    Status area
    This section displays one of the following statuses.
    How to apply this recommendation Suggestions for an unused recommendation.
    You can do one of the following:
    Added topic recommendation Displays the name of the topic that was added for the recommendation, as well as the date when it was added.

    Click the open link icon Open link icon. to view the topic in Virtual Agent Designer.
    Linked topic Displays the name of the topic that was linked, as well as the date when the recommendation was linked.

    Click the open link icon Open link icon. to view the associated topic in Virtual Agent Designer. You can also unlink the topic from the recommendation.
    Figure 2. Example overlay card
    An overlay card for a topic that has not been added but can be linked to an existing topic.